Operations Analyst - Roaming

Reports To

Director, Technical Support

About the Team

The Roaming Operations team is a specialist team within ChargePoint with dedicated expertise relating to our roaming partnerships, integrations, and products. ChargePoint manages one of the largest roaming networks in the world, with over 600,000 ports and hundreds of partners, with the aim of ensuring a seamless and superior experience for all drivers interacting with our services.

Overall, activities of the Roaming Operations team include:

1.         Providing L2 detailed support and troubleshooting of roaming-related issues

2.         Identifying, reporting, and analysing issues, and working with engineering, other internal teams, and our roaming partners as needed to resolve them

3.         Onboarding of new roaming partners via OCPI APIs

4.         Reporting of project status’

5.         Detailing technical, operational, and process improvements that could be adopted by the business

6.         Monitoring our network

7.         Working with our finance teams as the first point of escalation for partner clearing

8.         Inputting to company projects and products as a subject matter expert

9.         Other topics as needed

Responsibilities

This role is a key contact person for questions regarding roaming internally and will participate in cross-functionally on projects as a domain expert. The candidate will conduct analysis of technical issues arising on the platform between ChargePoint and its partners, and where relevant work with partners and/or internal teams to resolve them. The successful candidate will be in constant exchange with the teams in support, sales, project, product, engineering and finance to solve problems as quickly as possible. The candidate may in the future additional perform or manage processes around API onboardings.

• The candidate will interact with a range of software tools used internally, including Salesforce, Confluence, Tableau, Jira, and custom-build interfaces. They will also interact with tools developed by our partners, including Hubject, Gireve, and eClearing.
• The role will focus on ChargePoint’s be.ENERGISED platform but may also cover other ChargePoint software services.
• This role will work closely with our Roaming Partner Management team.

What You Will Bring to ChargePoint

• At least 5 years of experience working in cross-functional teams.
• The capacity to build expert knowledge of our roaming services and functionality.
• A customer-centric and problem-solving mindset, with a willingness and ability to own problems to their resolution.
• Technical educational background is preferred but not essential
• Demonstrated ability to work with software tools such as Salesforce or ZenDesk, Jira, Confluence, and Excel.
• Experience with tools such as Atlan, Tableau, Kibana and other similar platforms is a plus.
• At least 3 years of B2B work experience in a customer engagement role, ideally for a SaaS company or within the automotive, energy or CleanTech industry
• Excellent communication skills in English, both written and spoken (any additional language is a plus)
• Good understanding of databases (SQL) and of software systems
• Affinity for e-mobility and sustainability topics
• Passion for solving complex problems
• Willingness to travel internationally occasionally for workshops with internal stakeholders, partners, or customers (including to Europe)
• Roaming-related (e.g. OCPI) knowledge or experience is a plus
• Willing to work in shift of 3:00pm to 12:00am IST

Location

Bangalore